April 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his part for a dishwasher and his inability to have that part replaced at no charge under his manufacturer’s warranty There are some parts in [redacted] dishwasher that due to the cost of the part, the manufacturer specifies that a technician has to determine that the parts are defective and need to be replaced It does state in [redacted] warranty that parts are no charge but that he would be responsible for any labor feesIt notes “any part of the upper or lower dish rack that rusts due to defective materials or workmanship will be replaced free of chargeAfter the first year from the purchase date, the customer assumes any labor costs associated with dish rack replacement.” The confusion seems to come from [redacted] interpretation that the labor is an optional request on his part As a courtesy, we have sent one item of the part number he noted to his home address as a courtesyThe part should arrive within weeksThis is a one-time accommodation for customer satisfactionIn light of the aforementioned information, we respectfully ask that this matter be closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] We have completed the investigation of [redacted] rebuttal We have reviewed both our response and [redacted] rebuttal, and we do not find that he has brought any new information to his complaint While we understand that he was dissatisfied with the service he received, the fact remains that Sears had no contact for a six month period that [redacted] was still having issues after our last repairWith that being said our decision remains the same and [redacted] will be responsible for any repairs needed on his out of warranty refrigerator We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because my laundry expenses totaled $160 which is more than double the $75 check you referenced. The Customer Solutions Center brought up the $50 reimbursement well before I received an exchange of the machine during which time I continued to have laundry expenses each week since my machine was still not repaired. [redacted]
January 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the bill she received for services that she had already paid forWe would first like to reassure [redacted] that our billing department does not report to any of the three major credit reporting agencies, so any bill sent to her, whether paid or unpaid, would have no effect on her credit historyWith that said, we did confirm that she was billed in error and our billing department has updated her file to reflect that she does not owe Sears any monies If [redacted] receives any correspondence related to this debt dated after today, then she should definitely contact me directly so that I can assist further We also wanted to note that the original charge should only have been $since that is the fee for a “declined estimate”, which is the service that [redacted] receivedInstead of just sending [redacted] a check for $we have instead issued her a refund for half of her charges as an expression of our apologies for our errorsAccordingly a mailed bank check for $has been issued to the same address noted on this complaintShe should receive this within 2-weeks and if she does not, she is welcome to contact me via email or phoneIn the interim, since we have not only stopped the billing but sent back some of our previously collected funds, we have closed our fileWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory Complaints [redacted] Email: [redacted]
January 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of her sears.com order It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted We issued a full refund in separate credits of $10.80, $89.19, and $to her MasterCard ending in on December 25, 2015, January 2, 2016, and January 3, In addition, we placed a new order for Ms [redacted] to purchase the tool chest at the same price with an extra 10% off At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Ms [redacted] comments and an equitable resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
December 16, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his recent online order.As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item searchIt should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website.With that said, our records indicate that [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn [redacted] case, the order was fulfilled by [redacted] located at [redacted] and telephone number ( [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site For [redacted] records, we have included our disclaimer below:Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE.Returns and CancellationsProducts fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details.In closure, since the product has not been delivered and [redacted] requested a cancellation, we processed the refund request from [redacted] can expect a credit to post to his account within 3-business daysIn the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the refundWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint SpecialistSears Holdings Corporation
May 18, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding the problems she encountered when she attempted to return her mother’s purchase after the 30-day return period had expired As clarification, Sears does have a 30-day Satisfaction Guarantee period on most itemsOur 30-day Return/Exchange policy became effective on June 14, Prior to this change, our return/exchange period was 60-days for several yearsWith our current policy, a customer has days from the date of the original purchase to make a return, with some exceptions listed on our return policyOur return policy is available online at Sears.com, posted at the registers in our stores or a consumer can ask an associate for details at the time of purchaseIt is the consumer’s responsibility to acquaint themselves with a retailer’s return policy According to Ms [redacted] her mother purchased the merchandise on February 18, and she attempted to return/exchange the items on April 30, 2016; which is over days from the date of purchaseMs [redacted] had a several weeks to inquire about our return policyWe would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no differentAccordingly, as we were just adhering to our posted return policy, we are unable to honor [redacted] request Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/02/24) */ [redacted] We have completed the investigation of [redacted] complaint regarding a snow blower purchased at Sears [redacted] Sears Carry In Service Support Specialist provided the following response: On Tuesday, February 24, 2015, I contacted [redacted] and advised that her snow blower has been approved for replacementI will be providing a copy of the authorization to [redacted] , the General Manager of the Sears in Saugus [redacted] informed me that she would be going to the store to select a new snow blowerThat said we ask that this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
April 7, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL *** [redacted] We have been unable to complete the investigation of [redacted] complaint regarding his tool set missing pieces Upon receiving [redacted] complaint, we escalated his concerns to [redacted] Store General Manager for unit# *** [redacted] has attempted to reach [redacted] via telephone and has left contact information on his voicemail; however, at this time he has not responded We are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with him [redacted] may contact [redacted] at [redacted] at his earliest convenience if he still requires assistance with his issue In the interim, we will consider [redacted] matter closed, pending his response We apologize to [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
Complaint: [redacted] I am rejecting this response because: How many times will I hear check is in the mail before it finally arrives? We have been down this road many times since December! I have no reason to believe that this, is the time it will get done! !!! Get it done and this will be resolved! But not before! Sincerely, Dave ***
March 9, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding her sewing machine that was damaged during repair Upon receiving [redacted] complaint, we escalated his concerns to [redacted] ***, Team Lead for Carry In Repair who states the following: I have researched this repair and as it turns out the unit was damaged in transit to the repair center Unfortunately, the repair unit did not address this issue but they did note that the case was damaged upon receipt The unit has been repaired after the fact I have spoken with [redacted] and we are going to send a generic case to the store from the repair center and a $gift card for her inconvenience The repair center will be providing me with the tracking number of the case and I will be giving that to [redacted] so she can pick up both items at the same time That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
[redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding the denial of covered service on his washer We have reviewed [redacted] service history and our records show that it was our determination that the washer has been used to wash large horse blankets as the unit is located in a horse barn Because the washer is being used in a capacity that it is not meant for, this voids the protection agreement and thus the washer is no longer covered under any type of extended agreement We would like to note that [redacted] has been verbally abusive to our technician and our offices will not be going to his home in the future That being said, our offices have submitted paperwork to have [redacted] refunded the prorated cost of his protection agreement that has since been cancelled due to misuse Because we have addressed [redacted] complaint, we respectfully request this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
February 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his washer and his request for a replacement First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his washer After reviewing the notes in our service system, our office authorized a replacement under Mr [redacted] Master Protection Agreement (MPA) Based upon the features of Mr [redacted] current washer, it was determined that $1,would provide him with a comparable replacement under his MPA An email was sent to Mr [redacted] on February 22, 2016, explaining the replacement process As stated in the email, Mr [redacted] is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him Mr [redacted] will need to provide the telephone number on record, ( [redacted] to verify the replacement authorization The new washer will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty; while the MPA should expire on April 23, 2016, the manufacturer’s warranty will run for a full year from the date of delivery With that said, since we are providing Mr [redacted] with an equitable resolution, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
May 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his online order experience and request for a full refund of the returned order After researching this matter our records indicate that [redacted] placed an order with a Third Party Marketplace vendor, [redacted] This seller is located at [redacted] Alhambra [redacted] with an email address of [redacted] and telephone number [redacted] 's alternate address is [redacted] ***We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details With that said, we sent two email correspondences to the seller giving them ample time to address this matterHowever, we did not receive a response to dateTherefore, we made the decision to request a full refund on [redacted] behalfThe request has been submitted today May 16, 2016, and [redacted] can expect to receive a full refund within to business daysWe apologize for the delay and any inconvenience he may have experiencedIn closure, since [redacted] will be receiving his refund shortly, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear M [redacted] We have completed the investigation of Mr [redacted] complaint regarding the purchase of a gas grill purchased at the Sears in [redacted] [redacted] [redacted] , Manager of the [redacted] Sears store provided the following response: On Wednesday, January 6, 2016, I contacted and spoke with Ms [redacted] regarding her complaintDuring the conversation I offered and Ms [redacted] accepted $for the inconvenience noted in the complaintIf I can be of any further assistance to Ms [redacted] she can reach me at [redacted] Since it is my understanding that Ms [redacted] was satisfied with the aforementioned resolution, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: I have had nothing but problems with Sears, the power washer and [redacted] mower docs since purchasing this four years ago it's never worked rightSears tried on several occasions denying I even had a warranty because of their systems error, which obviously effected the use of the warranty so by the time you guys found it we couldn't use it so the lack of responsibility being taken for wasting months of my warranty is ridiculousThe oil in that machine was from [redacted] mower docs I never touched the oil! Take responsibility for your errors and unprofessional attitude and actions! This is an expensive machine we used less than FIVE times because it NEVER worked correctlyThis is not user error Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:First and foremost, my name is not [redacted] Apparently, [redacted] was also deceived by this deceptive trade practice as evidenced by the "copy and paste" of this message (please see the incorrect name written in the beginning of the paragraph (fourth paragraph from the bottom)Thus, I must assume that others are being deceived by your advertising (e.g., pictures on the website as well as wording)Additionally, did you check the mobile site? There is no mention of requiring two box springsAnd as I mentioned previously, two twin XL mattresses would be DOUBLE the price of a king even though they are listed togetherHow is this not deceptive? I am not "whole" because I received a full refundI asked for a refund, because I spent almost a full day on the phone with your customer service agents and was promised a complete set for no additional costThree of your customer service agents promised to give me the additional box spring at no extra costI even had this shipment scheduledWhen I called back to confirm (numerous times), the representatives, supervisors, and managers indicated that there was no documentation of me speaking with these agentsI request that you listen to all of the voice recorded conversations I had with these employees (telephone number [redacted] Also, I am able to provide all of their names and badge numbers and you can cross reference their information Sincerely, [redacted]
December 22, Nita [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: # – Steve [redacted] Dear Ms [redacted] : We have not fully completed our investigation of Mr***‘s complaint regarding his dissatisfaction with the multiple repair attempts on his range and his request for a replacement We apologize for the delay in responding to this complaint According to our records, Robert [redacted] with our Executive Member Support Team had been working with Mr [redacted] regarding the issue with the range Mr [redacted] stated that two of our technicians have confirmed that there is an electrical issue and have instructed Mr [redacted] to hire an electrician Our Tech Manager also confirmed the findings stating that there is no ground going into the range Since the range was installed by a Sears’ contractor, we forwarded this matter to our Installation Management team to reach out to the installation contractor and are currently awaiting their response We are committed to providing a fair and equitable resolution and ask that Mr [redacted] allow us ten business days to come to a decision In the interim, should Mr [redacted] have any questions, she may contact me directly at [redacted] We apologize again and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] The customer service rep (appointment setter) clearly stated the ice maker could be repairedThe technician only called to let me know he was running late (not to diagnose)He then explained to me that ice makers can only be replaced, not repaired and he stated (not I) he will cancel the appointmentI called back the customer service line to confirm what he said and the rep stated Sears WILL repair ice makersMy issue is that there is not a constant message given to the consumer leading the consumer with expectations not to mention a full day wasted waiting for a repair that would never happenSears should take the responsibility to insure the same message is given at the initial customer service contact and technician contact
[redacted] RevDex.comNorth Wabash Ave, Ste#2006Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] ’s complaint regarding a freezer purchased from Sears [redacted] , Sears Delivery Solutions, Support Specialist provided the following response:I have been in contact with [redacted] , manager of the Sears in Buffalo, who has informed me that she has had two appointments set up with [redacted] to select a replacement freezer, but he has not been able to come in due to his work scheduleThat said, we reiterate that [redacted] has agreed to assist [redacted] to assist him with his freezer concernsThe store will process the exchange and schedule delivery of the new freezerThat said, if [redacted] needs any additional assistance we feel it is best that he contact [redacted] at [redacted] or via email at [redacted] In his rebuttal [redacted] notes food loss, we feel it is important to note that the freezer is not covered by a Sears Protection Agreement, and the manufacturer’s warranty does not provide for food loss reimbursementAdditionally, Sears Home Services has no records if servicing the freezer [redacted] notes as a lemon in his complaintI invite [redacted] to contact me for additional assistance; I can be reached at [redacted] If [redacted] can be of any additional assistance to [redacted] after the new unit has been delivered, he can reach me at [redacted] Since we have noted our response to [redacted] ’s complaint, we ask that this complaint be closed pending future contactWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
April 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his part for a dishwasher and his inability to have that part replaced at no charge under his manufacturer’s warranty There are some parts in [redacted] dishwasher that due to the cost of the part, the manufacturer specifies that a technician has to determine that the parts are defective and need to be replaced It does state in [redacted] warranty that parts are no charge but that he would be responsible for any labor feesIt notes “any part of the upper or lower dish rack that rusts due to defective materials or workmanship will be replaced free of chargeAfter the first year from the purchase date, the customer assumes any labor costs associated with dish rack replacement.” The confusion seems to come from [redacted] interpretation that the labor is an optional request on his part As a courtesy, we have sent one item of the part number he noted to his home address as a courtesyThe part should arrive within weeksThis is a one-time accommodation for customer satisfactionIn light of the aforementioned information, we respectfully ask that this matter be closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] We have completed the investigation of [redacted] rebuttal We have reviewed both our response and [redacted] rebuttal, and we do not find that he has brought any new information to his complaint While we understand that he was dissatisfied with the service he received, the fact remains that Sears had no contact for a six month period that [redacted] was still having issues after our last repairWith that being said our decision remains the same and [redacted] will be responsible for any repairs needed on his out of warranty refrigerator We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because my laundry expenses totaled $160 which is more than double the $75 check you referenced. The Customer Solutions Center brought up the $50 reimbursement well before I received an exchange of the machine during which time I continued to have laundry expenses each week since my machine was still not repaired. [redacted]
January 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the bill she received for services that she had already paid forWe would first like to reassure [redacted] that our billing department does not report to any of the three major credit reporting agencies, so any bill sent to her, whether paid or unpaid, would have no effect on her credit historyWith that said, we did confirm that she was billed in error and our billing department has updated her file to reflect that she does not owe Sears any monies If [redacted] receives any correspondence related to this debt dated after today, then she should definitely contact me directly so that I can assist further We also wanted to note that the original charge should only have been $since that is the fee for a “declined estimate”, which is the service that [redacted] receivedInstead of just sending [redacted] a check for $we have instead issued her a refund for half of her charges as an expression of our apologies for our errorsAccordingly a mailed bank check for $has been issued to the same address noted on this complaintShe should receive this within 2-weeks and if she does not, she is welcome to contact me via email or phoneIn the interim, since we have not only stopped the billing but sent back some of our previously collected funds, we have closed our fileWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory Complaints [redacted] Email: [redacted]
January 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of her sears.com order It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted We issued a full refund in separate credits of $10.80, $89.19, and $to her MasterCard ending in on December 25, 2015, January 2, 2016, and January 3, In addition, we placed a new order for Ms [redacted] to purchase the tool chest at the same price with an extra 10% off At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Ms [redacted] comments and an equitable resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
December 16, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his recent online order.As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item searchIt should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website.With that said, our records indicate that [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn [redacted] case, the order was fulfilled by [redacted] located at [redacted] and telephone number ( [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site For [redacted] records, we have included our disclaimer below:Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE.Returns and CancellationsProducts fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details.In closure, since the product has not been delivered and [redacted] requested a cancellation, we processed the refund request from [redacted] can expect a credit to post to his account within 3-business daysIn the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the refundWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint SpecialistSears Holdings Corporation
May 18, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding the problems she encountered when she attempted to return her mother’s purchase after the 30-day return period had expired As clarification, Sears does have a 30-day Satisfaction Guarantee period on most itemsOur 30-day Return/Exchange policy became effective on June 14, Prior to this change, our return/exchange period was 60-days for several yearsWith our current policy, a customer has days from the date of the original purchase to make a return, with some exceptions listed on our return policyOur return policy is available online at Sears.com, posted at the registers in our stores or a consumer can ask an associate for details at the time of purchaseIt is the consumer’s responsibility to acquaint themselves with a retailer’s return policy According to Ms [redacted] her mother purchased the merchandise on February 18, and she attempted to return/exchange the items on April 30, 2016; which is over days from the date of purchaseMs [redacted] had a several weeks to inquire about our return policyWe would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no differentAccordingly, as we were just adhering to our posted return policy, we are unable to honor [redacted] request Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/02/24) */ [redacted] We have completed the investigation of [redacted] complaint regarding a snow blower purchased at Sears [redacted] Sears Carry In Service Support Specialist provided the following response: On Tuesday, February 24, 2015, I contacted [redacted] and advised that her snow blower has been approved for replacementI will be providing a copy of the authorization to [redacted] , the General Manager of the Sears in Saugus [redacted] informed me that she would be going to the store to select a new snow blowerThat said we ask that this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
April 7, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL *** [redacted] We have been unable to complete the investigation of [redacted] complaint regarding his tool set missing pieces Upon receiving [redacted] complaint, we escalated his concerns to [redacted] Store General Manager for unit# *** [redacted] has attempted to reach [redacted] via telephone and has left contact information on his voicemail; however, at this time he has not responded We are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with him [redacted] may contact [redacted] at [redacted] at his earliest convenience if he still requires assistance with his issue In the interim, we will consider [redacted] matter closed, pending his response We apologize to [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
Complaint: [redacted] I am rejecting this response because: How many times will I hear check is in the mail before it finally arrives? We have been down this road many times since December! I have no reason to believe that this, is the time it will get done! !!! Get it done and this will be resolved! But not before! Sincerely, Dave ***
March 9, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding her sewing machine that was damaged during repair Upon receiving [redacted] complaint, we escalated his concerns to [redacted] ***, Team Lead for Carry In Repair who states the following: I have researched this repair and as it turns out the unit was damaged in transit to the repair center Unfortunately, the repair unit did not address this issue but they did note that the case was damaged upon receipt The unit has been repaired after the fact I have spoken with [redacted] and we are going to send a generic case to the store from the repair center and a $gift card for her inconvenience The repair center will be providing me with the tracking number of the case and I will be giving that to [redacted] so she can pick up both items at the same time That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
[redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding the denial of covered service on his washer We have reviewed [redacted] service history and our records show that it was our determination that the washer has been used to wash large horse blankets as the unit is located in a horse barn Because the washer is being used in a capacity that it is not meant for, this voids the protection agreement and thus the washer is no longer covered under any type of extended agreement We would like to note that [redacted] has been verbally abusive to our technician and our offices will not be going to his home in the future That being said, our offices have submitted paperwork to have [redacted] refunded the prorated cost of his protection agreement that has since been cancelled due to misuse Because we have addressed [redacted] complaint, we respectfully request this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
February 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his washer and his request for a replacement First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his washer After reviewing the notes in our service system, our office authorized a replacement under Mr [redacted] Master Protection Agreement (MPA) Based upon the features of Mr [redacted] current washer, it was determined that $1,would provide him with a comparable replacement under his MPA An email was sent to Mr [redacted] on February 22, 2016, explaining the replacement process As stated in the email, Mr [redacted] is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him Mr [redacted] will need to provide the telephone number on record, ( [redacted] to verify the replacement authorization The new washer will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty; while the MPA should expire on April 23, 2016, the manufacturer’s warranty will run for a full year from the date of delivery With that said, since we are providing Mr [redacted] with an equitable resolution, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
May 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his online order experience and request for a full refund of the returned order After researching this matter our records indicate that [redacted] placed an order with a Third Party Marketplace vendor, [redacted] This seller is located at [redacted] Alhambra [redacted] with an email address of [redacted] and telephone number [redacted] 's alternate address is [redacted] ***We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details With that said, we sent two email correspondences to the seller giving them ample time to address this matterHowever, we did not receive a response to dateTherefore, we made the decision to request a full refund on [redacted] behalfThe request has been submitted today May 16, 2016, and [redacted] can expect to receive a full refund within to business daysWe apologize for the delay and any inconvenience he may have experiencedIn closure, since [redacted] will be receiving his refund shortly, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear M [redacted] We have completed the investigation of Mr [redacted] complaint regarding the purchase of a gas grill purchased at the Sears in [redacted] [redacted] [redacted] , Manager of the [redacted] Sears store provided the following response: On Wednesday, January 6, 2016, I contacted and spoke with Ms [redacted] regarding her complaintDuring the conversation I offered and Ms [redacted] accepted $for the inconvenience noted in the complaintIf I can be of any further assistance to Ms [redacted] she can reach me at [redacted] Since it is my understanding that Ms [redacted] was satisfied with the aforementioned resolution, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: I have had nothing but problems with Sears, the power washer and [redacted] mower docs since purchasing this four years ago it's never worked rightSears tried on several occasions denying I even had a warranty because of their systems error, which obviously effected the use of the warranty so by the time you guys found it we couldn't use it so the lack of responsibility being taken for wasting months of my warranty is ridiculousThe oil in that machine was from [redacted] mower docs I never touched the oil! Take responsibility for your errors and unprofessional attitude and actions! This is an expensive machine we used less than FIVE times because it NEVER worked correctlyThis is not user error Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:First and foremost, my name is not [redacted] Apparently, [redacted] was also deceived by this deceptive trade practice as evidenced by the "copy and paste" of this message (please see the incorrect name written in the beginning of the paragraph (fourth paragraph from the bottom)Thus, I must assume that others are being deceived by your advertising (e.g., pictures on the website as well as wording)Additionally, did you check the mobile site? There is no mention of requiring two box springsAnd as I mentioned previously, two twin XL mattresses would be DOUBLE the price of a king even though they are listed togetherHow is this not deceptive? I am not "whole" because I received a full refundI asked for a refund, because I spent almost a full day on the phone with your customer service agents and was promised a complete set for no additional costThree of your customer service agents promised to give me the additional box spring at no extra costI even had this shipment scheduledWhen I called back to confirm (numerous times), the representatives, supervisors, and managers indicated that there was no documentation of me speaking with these agentsI request that you listen to all of the voice recorded conversations I had with these employees (telephone number [redacted] Also, I am able to provide all of their names and badge numbers and you can cross reference their information Sincerely, [redacted]
December 22, Nita [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: # – Steve [redacted] Dear Ms [redacted] : We have not fully completed our investigation of Mr***‘s complaint regarding his dissatisfaction with the multiple repair attempts on his range and his request for a replacement We apologize for the delay in responding to this complaint According to our records, Robert [redacted] with our Executive Member Support Team had been working with Mr [redacted] regarding the issue with the range Mr [redacted] stated that two of our technicians have confirmed that there is an electrical issue and have instructed Mr [redacted] to hire an electrician Our Tech Manager also confirmed the findings stating that there is no ground going into the range Since the range was installed by a Sears’ contractor, we forwarded this matter to our Installation Management team to reach out to the installation contractor and are currently awaiting their response We are committed to providing a fair and equitable resolution and ask that Mr [redacted] allow us ten business days to come to a decision In the interim, should Mr [redacted] have any questions, she may contact me directly at [redacted] We apologize again and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] The customer service rep (appointment setter) clearly stated the ice maker could be repairedThe technician only called to let me know he was running late (not to diagnose)He then explained to me that ice makers can only be replaced, not repaired and he stated (not I) he will cancel the appointmentI called back the customer service line to confirm what he said and the rep stated Sears WILL repair ice makersMy issue is that there is not a constant message given to the consumer leading the consumer with expectations not to mention a full day wasted waiting for a repair that would never happenSears should take the responsibility to insure the same message is given at the initial customer service contact and technician contact
[redacted] RevDex.comNorth Wabash Ave, Ste#2006Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] ’s complaint regarding a freezer purchased from Sears [redacted] , Sears Delivery Solutions, Support Specialist provided the following response:I have been in contact with [redacted] , manager of the Sears in Buffalo, who has informed me that she has had two appointments set up with [redacted] to select a replacement freezer, but he has not been able to come in due to his work scheduleThat said, we reiterate that [redacted] has agreed to assist [redacted] to assist him with his freezer concernsThe store will process the exchange and schedule delivery of the new freezerThat said, if [redacted] needs any additional assistance we feel it is best that he contact [redacted] at [redacted] or via email at [redacted] In his rebuttal [redacted] notes food loss, we feel it is important to note that the freezer is not covered by a Sears Protection Agreement, and the manufacturer’s warranty does not provide for food loss reimbursementAdditionally, Sears Home Services has no records if servicing the freezer [redacted] notes as a lemon in his complaintI invite [redacted] to contact me for additional assistance; I can be reached at [redacted] If [redacted] can be of any additional assistance to [redacted] after the new unit has been delivered, he can reach me at [redacted] Since we have noted our response to [redacted] ’s complaint, we ask that this complaint be closed pending future contactWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]